Admission Experience & Operations Specialist

Skidmore College•Saratoga Springs, NY

1d•Onsite

About The Position

The Admission Experience & Operations Specialist position reflects Skidmore’s commitment to delivering an exceptional experience to prospective students and their families while simultaneously managing critical operational work. This role is designed to be cross-functional and cross-trained. It consolidates the essential front-line and back-end functions that power the work of the Admission team: greeting and hosting visitors, managing inbound and personalized outbound communications, processing application materials, and supporting CRM data integrity. With three team members in this role who provide coverage across responsibilities and peak times, this team ensures that our high-touch service model is never compromised—regardless of staff absences or volume fluctuations. Because this role is core to our campus-based service model—especially daily visit operations—it carries different expectations for work location and scheduling flexibility. Staff in this role are expected to be on campus Monday through Friday, without remote work days, in order to support visit activity. Unlike some other admission positions, this role requires consistent in-person presence to ensure seamless guest experiences and office continuity. Staff in this role rotate Saturday shifts (approximately 4 hours, once a month, up to 13 total per year) with flexibility provided to maintain a 35-hour workweek, with occasional overtime. Staff in this role will stagger their lunch hour and coordinate vacation time with the other team members to maintain coverage. In addition to Saturday visit coverage, the Admission Office hosts several large open houses where early mornings or weekend work is required. From welcoming guests to executing data integrity audits, the individual in this role ensures prospective students experience Skidmore’s personalized, professional approach at every touchpoint. Those serving in this role must be able to multitask, switch context and adapt quickly to change, and prioritize work activities according to the office’s needs and the phases of the yearly admission cycle. Strong collaboration and communication with Admission staff, student employees, external constituencies, and the College community at large is required.

Requirements

Demonstrated ability to manage both customer-facing and technical responsibilities with professionalism and precision.
Strong communication skills—written, verbal, and interpersonal—across a range of audiences.
Demonstrated ability to work effectively both independently and as part of a team to meet deadlines in a fast-paced, deadline-driven environment, and able to accommodate changing priorities
Ability to listen and process guidance and training and then model that desired action or outcome reliably and with a high-level of accuracy, measured via KPIs, and ask for clarification or re-training as needed
Detail-oriented, methodical, and thorough, ensuring data accuracy, integrity, and relevance
Willingness and ability to learn new processes, methods, and approaches to doing the work as industry changes necessitate
Experience with Technolutions Slate CRM, and/or the ability to learn new applications and/or platforms as needed
Understanding that the role is forward-facing and requires constant interaction with external constituencies, necessitating in-person, on-campus presence.
Exercises discretion and follows established guidelines and procedures accurately; proactively identifies problems and offers input to solve complex problems; suggests ways to improve efficiency of own work and demonstrates the ability to adapt to process and technology changes.
Uses knowledge of best practices in customer service, as well as judgement and discretion, to respond to in-bound communications and visitor interactions with a high level of accuracy and attention to detail.
Balances competing demands and adapts workflow to the seasonal admission cycle with professionalism and efficiency.
Associates degree and 3+ years of experience in admission or higher education environment, with related experience in admission systems and data or equivalent combination of college education and experience.

Responsibilities

Deliver high-quality service across all communication platforms, including phone, email, and in-person, in alignment with office key performance indicators (KPIs) for timeliness and accuracy.
Welcome and assist prospective students and families on campus, contributing to Skidmore’s goal of providing a warm, personalized visit experience.
Perform daily data integrity reviews and application credential processing in Slate, ensuring accuracy and timely handling of all materials.
Rotate across core operational functions, including front-desk visitor management, email and phone coverage, and application/data processing.
Support admission events and enrollment-related programming, including shared coverage for Saturdays.
Help guide student Admission Ambassadors and Interns in coordination with the counselors who lead the Ambassador & Intern programs.
Stay current on office operations, procedures, and CRM protocols through active participation in the Operations Team.
Prepare packets, collate materials, lift and ship boxes, take inventory and stock shelves, maintain a clean and welcoming lobby environment.
Collaborate with the Slate Team to improve process efficiency and troubleshoot issues.
Serve as a backup and resource for colleagues across the Operations Team to ensure business continuity and consistent service delivery.